inDrive

Global ride-hailing platform with fare negotiation

Drivers Verification Group Lead

Customer SupportUpdated on Nov 13

Full-timeMexico City, CDMX, MexicoNo salary listed

About the Job

Requirements

A bachelor's degree in Management, Business, Data Analysis, or a related field is required.
Strong leadership and people management skills are required.
Analytical thinking and the ability to work with performance metrics are required.
Excellent communication and stakeholder management skills are required.
Problem-solving and decision-making abilities are required.
Advanced user proficiency in Google Workspace, including Sheets, Docs, and Slides, is required.
English proficiency at B1 level or higher is required.

Responsibilities

Directly manage a team of 20–25 support agents.
Supervise shifts and manage workload in real time.
Distribute tasks and monitor queues to ensure SLA compliance.
Plan workforce coverage, including schedules, vacations, and shifts.
Monitor and analyze key performance indicators, including AHT, SLA, and productivity.
Conduct regular one-on-one meetings, performance reviews, and feedback sessions.
Identify performance gaps and implement improvement plans.
Coach and mentor team members.
Oversee quality assurance and calibrate with QA teams.
Ensure adherence to internal policies, procedures, and compliance standards.
Identify process inefficiencies and drive improvements.
Onboard and continuously train agents.
Develop training materials and contribute to the knowledge base.
Support skill development and career growth within the team.

We are seeking a Group Lead (Supervisor) it will be responsible for the operational management of a team of users verification agents, ensuring service quality, efficiency, and achievement of key performance metrics. The role combines people management, process control, and data-driven decision-making, while acting as a bridge between frontline operations and business stakeholders.

Direct management of a team of 20-25 support agents
Shift supervision and real-time workload management
Task distribution and queue monitoring to ensure SLA compliance
Workforce planning: scheduling, vacations, and shift coverage
Monitoring and analysis of key KPIs (AHT, SLA productivity, etc.)
Regular 1:1 meetings, performance reviews, and feedback sessions
Identifying performance gaps and implementing improvement plans
Coaching and mentoring team members
Quality assurance oversight and calibration with QA teams
Ensuring adherence to internal policies, procedures, and compliance standards
Identifying process inefficiencies and driving improvements
Onboarding and continuous training of agents
Development of training materials and knowledge base contributions
Supporting skill development and career growth within the team

Bachelor’s degree in Management, Business, Data Analysis or related field
Strong leadership and people management skills
Analytical thinking and ability to work with performance metrics
Excellent communication and stakeholder management skills
Problem-solving and decision-making abilities
Advanced user of Google Workspace (Sheets, Docs, Slides)
English proficiency: B1 or higher
Hybrid work model: two working days followed by two days off, with working hours from 8:00 a.m. to 8:00 p.m.

About the Company

inDrive

Global ride-hailing platform with fare negotiation

inDrive operates a global mobility and urban services platform that connects passengers with independent drivers through a fare-negotiation system. Riders propose a trip price, and nearby drivers can accept, decline, or counteroffer, creating a peer-to-peer ride-hailing model. The service has expanded to intercity rides, delivery and cargo, groceries, advertising, and driver-focused fintech within its app. Unlike typical ride-hailing apps that use fixed fares, inDrive enables price negotiation and direct driver-rider interaction, and it pursues growth through a venture arm that funds ride-hailing-adjacent startups in emerging markets. This broader strategy aims to build a super-app for urban and gig-economy needs, with the goal of offering a wide range of mobility and urban services in 48 countries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $532M
Headquarters: Mountain View, CA
Founded: 2012

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